InMoment XI

OCTOBER 24, 2023

It’s not merely a collection of statistics or a dashboard of metrics. By harnessing the power of historical data, predictive analytics crafts narratives of the future, offering businesses a roadmap to navigate the ever-evolving landscape of customer expectations.

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

SurveySensum

FEBRUARY 27, 2024

This can include training programs, skill-building workshops, access to educational resources, and opportunities for career advancement. Now, there are two types of employee surveys that help you measure employee satisfaction: Employee satisfaction surveys Employee net promoter score surveys (eNPS) 1.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

SurveySensum

DECEMBER 4, 2023

And offer training programs or workshops on customer service and advocacy. Clear action plans provide a roadmap for improvement, assigning ownership ensures accountability and effective communication keeps stakeholders informed and engaged. Getting Everyone Involved: Encourage all the front-line employees to gather feedback actively.

Feedback 52

Feedback Strategy Net Promoter Score Social Media 52

ECXO

APRIL 26, 2023

Design team performance metrics are usually based on project delivery and the quality of the user experience and measured often by adoption rate, CES, CSAT or net promoter score per transaction, for instance or many others. These are customer perception metrics that are important to benchmark and evaluate.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

Retently

MARCH 18, 2024

Essentially, customer service surveys provide businesses with a roadmap to align their services with customer needs and expectations, thereby driving business growth. Net Promoter Score (NPS) Net Promoter Score surveys measure customer loyalty by assessing the likelihood of users recommending the brand to others on a 0-10 scale.

Survey 141

Survey Customer Service Strategy Effort Score 141

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Check out our free, on-demand Contact Center Gamification Workshop.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

SurveySensum

JULY 14, 2020

Adrian Swinscoe – Customer Service & Experience Advisor, Speaker, Workshop, Masterclass Leader. She is also the Founder & President of Megan Germann Insights & Consulting, helping organizations uncover insights, creating a roadmap for success. . LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132